Job Post

Help Desk Analyst
35 Corporate Dr., Suite 400
Burlington, MA 01803

The analyst will capture and document the details of issues reported and the troubleshooting steps taken to resolve problems, or escalate to an appropriate team if unresolvable, by using the ticketing system which manages and tracks requests and incidents. The Help Desk Analyst must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem solving skills. The ideal candidate will have a balance of customer service skills as well as an aptitude for the technical nature of the position.

Essential Responsibilities

  • Provide technical support for computer hardware and software issues, including direct and remote network connectivity
  • Provision/deprovision user accounts
  • Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests
  • Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate
  • Process service requests, including remote software installations and access requests

Required Qualifications

  • Bachelor’s degree, preferred
  • Certifications
  • Minimum 3 years technology support experience
  • Information Technology customer service experience
  • Experience in supporting Microsoft Windows and MAC laptops
  • Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
  • Experience with MS O365 and Outlook
  • Basic Knowledge of Microsoft Active Directory administration
  • Familiarity with mobile device technologies
  • Knowledge of incident management and service request fulfillment processes

Additional Skills/Knowledge

  • Proficient verbal and written communication skills
  • Ability to multi-task and adapt to a rapidly changing environment
  • Possess a sense of urgency and be able to prioritize work
  • Aptitude in understanding technical concepts and learning new technologies
  • Flexibility and reliability relative to work schedules 


Category: IT/Systems/Networking

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